LATAM Customer Success Lead: Growth & Retention

SumUp Inc.; Santiago; Hybrid; CLP 6,000,000 - 9,000,000; Full time

Benefits offered by this job

Virtual Stock Option programme

20 days paid leave

Health and life insurance with Zurich

Meal, childcare, transport, and home‑b

Break4me sabbatical after 3 years

Referral bonus

Annual L&D budget

Global SumUp opportunities

Job summary

SumUp Inc. is seeking a Customer Success Management Manager for LATAM to own the end-to-end commercial outcomes of the CSM team, focusing on payback and TPV uplift for High-Value merchants.

You will lead the Team Leader(s) and KAMs, structure new CSM motions, and expand coverage early in the merchant lifecycle. You will work closely with Field Sales and Online Marketing, ensure rollout of product changes, and mentor the team to improve retention and overall merchant value.

Qualifications

• Proven experience in performance management with hands-on leadership.
• Strong business sense from sales or retention roles.
• Ability to analyze data to guide strategy.
• Experience leading and developing teams.
• Excellent communication in Spanish and English.

Responsibilities

• Own CSM's commercial outcome end-to-end: payback and TPV uplift.
• Lead and develop the Team Leader(s) and KAMs.
• Structure and launch new CSM motions and coverage models.
• Design defensive playbooks against churn drivers.
• Scale the CSM team and rollout product changes across the CSM book.
• Collaborate with Field Sales and Online Marketing for handoffs.
• Coordinate with Support on merchant issue resolution and retention.

Skills

Performance management

Leadership

Data analysis

Team development

Spanish and English

Tools

CRM tools

Job description

SumUp Inc. is seeking a Customer Success Management Manager for LATAM to own the end-to-end commercial outcomes of the CSM team, focusing on payback and TPV uplift for High-Value merchants.

You will lead the Team Leader(s) and KAMs, structure new CSM motions, and expand coverage early in the merchant lifecycle. You will work closely with Field Sales and Online Marketing, ensure rollout of product changes, and mentor the team to improve retention and overall merchant value.